agent portal guide

LUM-SIFE-AgentPortalGuide-2020-001 | For Agents Use Only
AGENT PORTAL GUIDE A GUIDE TO LUMICO LIFE INSURANCE COMPANY'S PORTALS FOR AGENTS AND CUSTOMERS FOR AGENTS USE ONLY
Lumico Life Insurance Company Home Office: 237 E High Street, Jefferson City, MO 65101
Admin Office: P.O. Box 83303, Lincoln, NE 68501-3303
LUM-SIFE-AgentPortalGuide-2020-001 | For Agents Use Only 2
TABLE OF CONTENTS PORTAL GUIDE OVERVIEW ................................................................................................................................... 3
NEW BUSINESS AGENT PORTAL GUIDE ............................................................................................................ 3
Registering (First Time Users) ................................................................................................................................ 3
Logging In .................................................................................................................................................................... 5
Multi-factor Login ..................................................................................................................................................... 5
Logging Out ................................................................................................................................................................ 6
Starting a New Application ..................................................................................................................................... 7
Go To Existing Application ...................................................................................................................................... 8
Searching for an Application ................................................................................................................................... 9
Using the Quote Tool ............................................................................................................................................. 10
Resource Page .......................................................................................................................................................... 12
Changing Password ................................................................................................................................................ 13
Changing Signature ................................................................................................................................................ 13
PORTAL GUIDE OVERVIEW The objective of this portal guide is to provide a manual for three portals:
New Business Agent Portal
Administration Portal
Customer Portal The intended audience for this guide are approved Distribution Partners, individual agents and office support requiring access to tools that support the sale of Lumico Life Insurance Company (Lumico) products. Please note that not all features shown within this Guide are available to all users. If you have questions on what your access allows, please reach out directly to your upline.
NEW BUSINESS AGENT PORTAL GUIDE The objective of this section is to provide an overview and training on the use of all features within the New Business Agent Portal.
REGISTERING (FIRST TIME USERS)
Upon activation by Lumico, you will receive an email: From: [email protected] Subject: "Lumico – eApplication Account Activation Request." Within the email, you will see a link to "Activate Account." You must click on this link and follow the directions on-screen:
Change your Password: upon initial Activation, a password must be set.
Note: Passwords must include all of the following: – Minimum of 8 characters – At least 1 upper case letter – At least 1 lower case letter – At least 1 number
Capture Signature (only for Agent roles): As a regulatory requirement, agent signatures are affixed to each application that is written.
Click on the link titled Click here to capture your signature. You will be redirected to a different URL for signature capture only.
1. Click the yellow box.
2. Step 2: Use your mouse, stylus or touchscreen. and capture your signature; then click "Accept."
3. Step 3: Signature will appear on screen. You must click "Finished" at the top of the page to complete the signature capture.
You are now ready to log in! You will receive a confirmation email from [email protected] with your agent number and a link to the New Business Agent Portal.
LOGGING IN
To login, you will need the email address used when registering and the password you previously set (as noted in Step 2). 1. Enter your full email address.
2. Enter your password.
3. Click "Sign In."
2. Click on Forgot Password.
3. Check your email for instructions on how to set up a new password.
MULTI-FACTOR LOGIN
Multi-factor login is an extra security measure that requires an additional step to verify your identity when logging in to the portal.
1. The code can only be sent to your registered email. Please check that it is correct and click 'Continue.
2. A 6-digit code will be sent to your registered email.
3. A confirmation will appear on the Agent Portal login screen confirming where your code was sent. Once received, enter your code and check 'Remember me on this browser' before continueing.
Note: By checking 'Remember me on this browser', you won't have to go through this additional step to verify your identity for 30 days.
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LOGGING OUT
1. Use the navigation menu to expand on the list of services available in the portal.
2. Select "Logout" from the list of options.
3. Note: Your session will log out after 30 minutes of inactivity.
NAVIGATING THE NEW BUSINESS AGENT PORTAL
Upon logging into the New Business Agent Portal, your initial landing page will have a section showing a life applications section. From this area, you have options to create a new application, get a quick quote or to jump to an existing application. Next to this section is the search existing applications form. From this section, you can search for an existing applicant within the system. The final section lists the application search results. If you search for an existing application, the search results display in the bottom section.
Use the navigation menu to expand on the list of services available in the portal. Note: Not all features are available for all users. If you have questions on what your access allows, please contact your upline directly.
STARTING A NEW APPLICATION
To start a New Application, click on the "Create New Application" tab on the home screen. You can also click on the hamburger on the top left corner and click features to get to the new application page as well. The view presented is based on your individual profile set up. Go to Section 6.A: Creating a New Application if your view looks like this:
Go to Section 6.B: Creating a New Application Using a Specific Sales Type if your view looks like this: 6.A: CREATING A NEW APPLICATION
From this page:
1. Click on Create Application You will then be redirected to the beginning of the application process. Follow any instructions presented onscreen within the eApplication.
6.B: CREATING A NEW APPLICATION USING A SPECIFIC SALE TYPE
From this page:
1. Select the Sale Type from the list of drop- down options available (note not all options are available for all users)
a. Phone: As an agent, you are talking with the customer over the phone.
b. In Person: As an agent, you are talking with the customer face-to-face.
2. Indicate the City the customer will be signing (if sales type is Phone, this should be the customer's resident city).
3. Indicate the State the customer will be signing in (if Sale Type is Phone, this should be the customer's resident city).
4. Click on Create New Application. You will then be redirected to the beginning of the application process. Follow any instructions presented onscreen within the eApplication.
GO TO EXISTING APPLICATION
There are two ways that you can re-enter an application:
Re-entering an application you started and stopped before completion (see page 9 – 'Searching for an Application').
Taking over the journey that a customer started.
To take over the journey from the customer, the customer must first be on the eApplication self- serve journey and have selected the Generate Code feature at the bottom of the screen. The customer would have been prompted to enter an email address and define a password. Upon completion they receive a code on-screen that must be provided to you, as the agent, to continue with you driving the interaction.
1. Click on the Menu icon and select Features (alternatively from the home screen you can also click 'Jump to an existing application', to land on the same page below).
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2. Enter the code provided by the customer under
'Go To Application.'
3. Click 'Go To Application' at the bottom. You will be redirected to the last page of the eApplication journey that the customer was on.
SEARCHING FOR AN APPLICATION
The search feature allows you to search for an application that you started to:
Identify basic application details
Continue with the application to submit
You only have permissions available to search and take action for applications that have your individual agent ID associated.
EXECUTE SEARCH
1. Select Applications from list of Menu Options (this panel is also available on the home screen to execute as well)
2. Enter Search Criteria. Options include:
a. Date Range
3. Click "Search."
Any application that meets the search criteria and is still eligible to continue/complete will be displayed. Note: you currently only have access to view applications associated with your Lumico Agent ID.
HOW TO READ YOUR SEARCH RESULTS:
The displayed results will depend on the information that was entered for the application.
A. Policy Number assigned to the application
B. Customer's Last Name
C. Customer's First Name
D. Instant Decision (if one was made during the application process)
E. Current online stage of the application (currently only "In_Progress" applications are shown)
F. Product associated with the application
G. Coverage Amount associated with the application (at that time)
H. Date the application was started
I. Date of the last update on the application (if different than created date)
J. Button to re-enter the application and continue where you last left off
USING THE CONTINUE BUTTON TO RE-ENTER EAPPLICATION
You can utilize the Continue button to re-enter an application that you started for a customer. This will place you back into the online eApplication journey on the last page that you left off. Simply click Continue and you will be redirected onto the online eApplication journey. USING THE QUOTE TOOL
The Quote Tool in the New Business Agent Portal is a feature to help you quote a client prior to the application. In the event you have a customer who received a rate class other than you originally applied for during the manual underwriting review, you can also use the Quote tool to identify the premium the customer would be paying before they accept the offer from the underwriter.
Smith John
To identify the premium for an application approved by an Underwriter, Select "Quote Tool" from the list of Menu options.
A. Select Product. The remaining fields depend on the Product.
B. Identify Term Length (if applicable) C. Select Residence State D. Enter the Agent ID (if not populated) E. Enter Customer's Current Age F. Enter Customer's Date of Birth G. Select Gender H. Enter Face Amount I. Budget (Feature Currently Unavailable) J. Identify Tobacco Usage K. Enter Height L. Enter Weight M. Select Risk Class N. Indicate value of Table Rating (i.e. 2) O. Riders: Select WP if rider requested P. Riders: Select Accidental Death if requested Q. Rider Amount is required
− Riders: Select Dependent Child if requested − Rider Amount is required − Number of Children (Units) is required
R. Click "Continue" to View Quote Results
VIEWING QUOTE RESULTS
You will be presented with the full results of the Quote Request. To identify the premium, focus on the section highlighted as shown:
An additional client-friendly quote tool and needs analysis tool is available after selecting a 'New Application'.
RESOURCE PAGE
On the top left side, if you click the navigation options, there is a tab for Resources. The resource page is created to provide key resources an agent may need. The resource page will have helpful links leading to the portal guide, product information, help with referrals, advertising materials along with helpful links to our underwriting resources as well as administration portal.
CHANGING PASSWORD
You can change your password at any time after you've registered.
1. Select "Features" from Main Menu.
2. Click on "Options" from Top Menu.
3. Select "Change Password."
4. Enter New Password
CHANGING SIGNATURE
If your name changes, and you need to change the signature image we use for the applications you write, take the following steps:
1. Select "Features" from Main Menu.
2. Click on "Options" from Top Menu.
3. Select "Capture Signature."
4. Click on the link titled "Click here to capture your signature." You will be redirected to a different URL for signature capture only.
a) Click the yellow box
b) Step 2: Use your mouse, stylus or touch-screen and capture your signature; then click "Accept."
c) Step 3: Signature will appear on screen. You must click
on "Finished" at the top of the page to complete the signature capture.
You will be automatically logged out and will need to log back in.
ADMINISTRATION PORTAL GUIDE This section will go over the administration portal functionality. Once a policy has been issued, an agent can see the policy details on the Administration portal. The customer will also receive access to a customer portal via email as well. This is where they can view their policy details. The customer portal guide is outlined in the next section of this portal guide.
REGISTRATION
When you first receive access to this portal; click register here to sign up for access to the portal. To register you will need to provide your email address, agent ID and last four digits of your SSN to gain access. Your username for the portal will be your email address.
HOME SCREEN
When you log into the portal you will see the home screen; it displays a table listing the amount of policies an agent has sold, and how many are in force, conditionally issued as well as pending. This table is intended to provide a high-level view of all of the business an agent has done for the last 30 days.
The ribbon on the top right corner lists various functions available in the tool.
The home screen lists the business summary of an agent.
The alerts tab will show alerts for each applicant including any activity which has happened with an applicant's policy.
The Search tab allows an agent to search for a specific applicant.
The Reports tab lists the book of business for each agent.
The Commissions provides monthly statements of commissions for each agent.
The Forms tab stores any relevant forms available.
The User settings lets a user control various preferences within the tool.
ALERTS
The Alerts tab lists any activity that may be relevant to an applicant's status. The tab will list the alert status, the applicant's name and policy number, along with any relevant actions on that applicant's policy. If you click on the policy number in the alerts screen, it will bring up the policy details of the applicant.
SEARCH
If you would like to search for a specific applicant, you can use the search tab to do so. You can search by name or by policy number. First click which criteria you would like to search by (name or policy number) and then enter in the applicant's information and click the magnifying glass next to the search bar to yield results.
POLICY DETAILS
You can get to the policy details page two different ways. When you search for an applicant via the search tab, if you click the policy number, it will bring you to the policy details. Similarly, if you click the policy number in the alerts tab for any applicant, it will bring you to the policy details of that applicant. The policy details contain the entire record on file for a specific applicant, listing all relevant details specific to that policy.
The requirements tab will list any pending requirements that are needed for the policy to be issued.
The notes tab lists any special notes pertaining to the applicant.
The Financial tab lists payment information about the policy.
The beneficiaries tab lists the beneficiaries listed on the policy.
The coverage tab lists the total coverage of the policy.
The correspondence tab has a copy of all correspondence letters which have been sent over to the applicant.
REPORTS
The reports tab listed on the top right ribbon will lead you to the reports page. If you click the green tab that says "download report" it will trigger a download of an excel document onto your desktop. The report downloaded is called the book of business report. This report will highlight all of the data around policies which have been issued by an agent.
COMMISSIONS
The commissions portal is where monthly commission statements are stored. If you click on a statement, it will download an excel file with the monthly commission statement.
When you download an excel file, commission advances (A) and immediate recoveries (R) are denoted in the Basis column.
When you download a PDF file, all transactions for the weekly advance cycle will be totaled in the summary section of the report.
As earned commissions will be paid within the weekly as earned cycle if:
Policy has been in force, gone inactive and then back in force
Policy has been in force for over a year and Advanced premium has been received
The cycle will run the second Friday, and last business day of each month. The policies will be denoted will be blank in the “Basis” column. Policies and payments will be reflected in the same statement and be paid in the same transaction as the Advances and Recoveries. There is also a monthly earned/advance cycle. Earned commissions and advance recoveries for premium received are represented.
All ACH/EFT policies will fall into a “hold” period after initial payment is attempted. If premium has not been returned or declined after 7 days of payment attempt, commissions will be processed accordingly Timeline Example:
Policy is sold and payment is collected Tuesday, 12/3. Policy is active (In Force). The system will check the policy 7 days later on Tuesday, 12/10. If premium has not been returned or declined the policy will then be processed on that week’s commission cycle, Friday, 12/13.
Please note the following as it relates to commission timing:
o Commission cycles are ran at end of business every Friday
o The statement will contain items from the time the previous cycle ran, up through the time the new cycle begins (Friday – Friday)
o A policy that is active (In Force), but then goes inactive (cancelled, ect) within the same commission cycle will not be reflected on the commission statement
o Statement is available the next Saturday morning after the Friday night cycle
FORMS
The forms tab lists any pertinent forms which you may need an applicant to fill out. The forms are all in PDF format. If you click the form, it will download onto your desktop for you to view.
CUSTOMER PORTAL GUIDE Once a policy has been issued, a customer will receive an email with a link to visit the customer portal. The customer portal is the area where the entire policy is located. Along with the policy details, the customer portal allows the customer to modify different details with the policy, update demographic and security information, make a payment as well as add/change beneficiaries.
LOG IN SCREEN
The log in screen presents various options for the customer. If the customer is a new user they can utilize the register here button to register for the customer portal. Similarly, if they have forgotten their username or password, they can click the hyperlinks below to retrieve them.
If they have any questions, the contact us button provides a number the customer can call to receive assistance. Similarly, the how to button will lead to a page which lists out different directions for common troubleshooting scenarios and questions from customers.
COVERAGE DETAILS
After logging in the customer will see the coverage details for the policy purchased. The coverage detail lists the primary insured, the amount of coverage requested along with any relevant payment information. From this page, the customer can select the click here to make payment, to make a payment on their policy using an existing method of payment on file. Additionally, they can also click below contact information to update their email address or communication preference.
ACCOUNT MAINTENANCE
The account maintenance tab lets a customer update their password and security questions.
BENEFICIARIES
The beneficiaries tab shows a list of the beneficiaries listed on the life insurance policy. It will list each beneficiary's name, relationship and percentage of policy split. The customer also can add a beneficiary. To do so, the customer will click the add beneficiary hyperlink on the page and a pop up will appear, asking the customer for additional details on the beneficiary the customer wishes to add.
CORRESPONDENCE
The correspondence tab lists all of the documents sent from Lumico to the customer. This tab keeps a list of all correspondence Lumico has provided.
FORMS
The forms tab contains important forms, including claim forms for beneficiaries.
Portal Guide Overview
Registering (First Time Users)
Starting a New Application
6.B: Creating a New Application Using a Specific Sale Type
Go To Existing Application
Searching for an Application
Using the Continue button to Re-enter eApplication
Using the Quote Tool

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